TA DIGITAL
Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Service Bengkel Pada PT Sunmotor Indosentra Trada Semarang
he purposes of the study are to analyze the influence of reliability, responsiveness , assurance , empathy, and tangible on customer satisfaction. The methods of collecting data are observation, interview and questionnaire. The result of this research shows that: (1) Reliability, Responsiveness, Assurance, Empathy and Tangible Variables give significant influence toward the customer satisfaction at PT Sunmotor Indosentra Trada Semarang. It is show by the calculation of t number is bigger than t table; (2) According to F test, the writer got the calculation of F which is 60,88 bigger than F table 2,32 which means that reliability, responsiveness, assurance, empathy and tangible variables influence the customer satisfaction at PT Sunmotor Indosentra Trada Semarang. (3) The result of Determination Coefficient (R Square) is 0,764 or 76,4% of increasing customers satisfaction is influenced by the service quality which consists of reliability, responsiveness, assurance, empathy, and tangible. Whereas the other 23,6% is influenced by another variable which is not observed by the writer.
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